Support the definition and implementation of SIAM frameworks within ServiceNow, including service definitions, SLAs, and critical metrics.
Collaborate with engagement teams to translate business needs into technical requirements and ServiceNow workflows.
Develop and maintain Service Management Manuals (SMMs) and supporting documentation for SIAM delivery.
Configure and integrate ServiceNow modules relevant to SIAM, such as Incident, Problem, Change, Service Catalog, Supplier Management, and Service Level Management.
Provide guidance on industry best practices and ensure alignment with ITIL and SIAM principles.
Design and implement dashboards and performance analytics to monitor service delivery and supplier performance.
Support onboarding and configuration of Managed Service Providers (MSPs) and ensure seamless integration with middleware platforms.
Participate in governance forums and contribute to continuous improvement initiatives across service towers.

Requirements

Proven experience in SIAM and ServiceNow solution design and implementation.
Strong understanding of ServiceNow platform, architecture and modules relevant to SIAM.
Expertise in business and technical writing for client-facing documentation.
Familiarity with infrastructure, networks, databases, and web technologies.
Excellent communication and stakeholder engagement skills.
Ability to work independently and proactively address integration challenges.
Ability to work with clients and stakeholders of all levels.
Ability to conduct SIAM/ServiceNow maturity and healthcheck assessments.
Ability to create engagement documentation and collateral.
Knowledge and expertise of the methods defined within the Service Integration and Management Book of Knowledge (SIAMBoK).
ServiceNow Certified System Administrator (CSA) and Implementation Specialist certifications.
Experience with multi-vendor environments and service integrator models.
Knowledge of governance frameworks and performance metrics.

Benefits

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
Company paid holidays
Personal Days
Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SIAMServiceNowIncident ManagementProblem ManagementChange ManagementService CatalogSupplier ManagementService Level Managementperformance analyticsbusiness and technical writing

Soft Skills

communicationstakeholder engagementindependent workproactive problem solvingcollaborationcontinuous improvementgovernance participationdocumentation creation

Certifications

ServiceNow Certified System AdministratorServiceNow Implementation Specialist